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How to Deal with Difficult Clients
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When: Friday, March 10, 2017
From 7:30 AM to 9:30 AM
Where: Maggiano's
205 Mall Boulevard
King of Prussia, Pennsylvania  19406
United States
Contact: Kirk Walters
(267) 377-7240

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IMC Philadelphia Chapter Invites You to:

Join us from 7:30– 9:30 AM for a Breakfast “Buzz Session”

Friday, March 10, 2017 at Maggiano’s, King of Prussia:


How to Deal with Difficult Clients

With Yvonne Caputo

Buzz Session:

Sometimes as we journey with clients on an assignment, what appears to be a dream project can turn into a nightmare when clients become difficult.  They move the goalposts on us, can be disruptive or destructive, or exhibit dysfunctional behavior.  This can make it difficult to deliver a project effectively and efficiently.

As consultants, we pride ourselves in being able to respond to the needs of our customers. But these unexpected situations can be both frustrating and costly.  How do we respond when a client becomes difficult?  In this buzz session we will explore:

·         What are the reasons clients can be difficult?

·         What strategies are available to us for handling difficult client situations?

·         How do we recuse ourselves in a professional way should the project become untenable.

Join Yvonne Caputo as she guides our buzz session identifying best practices for successfully navigating through difficult client situations. 

Morning Agenda

                                                                7:00 – Registration and open networking

                                                                7:30 – Hot Buffet Breakfast; introductions

                                                                8:00 – Program begins

                                                                9:15 – Conclusion and open networking

Presenter:  Yvonne Caputo, MS, MA

Yvonne Caputo, M.Ed., MA, is an educator, psychotherapist, and human resources professional.  Currently she conducts training for the Penn Foundation Employee Assistance Program and is an Affiliate Partner for The Walters Group, LLC.

Yvonne spent 17 years as the Vice President of Human Resources at Frederick Living, a continuing care retirement community in Frederick, PA.  Previously, she worked as a management consultant and counselor for Penn Foundation's Employee Assistance Program for eight years and as a counselor with Penn Foundation's Mental Health Outpatient Services. Prior to these roles, Yvonne spent 18 years as a teacher in the Erie, PA School District.

She earned her Master degrees in Education and Counseling Psychology from Edinboro University of Pennsylvania.

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